Customer Support Manager

WesTrac Cat; Shire Of Ashburton; On-site; AUD 140,000 - 170,000; Full time

Benefits offered by this job

Paid Parental Leave

Novated Leasing

Income Protection

Retail Discounts

BUPA Discounts

Gym Discounts

EAP Access

Recognition Programs

Internal Career Progression

WesTrac Institute Training

Referral Bonus

Leave for Emergency Services

Reserve Leave

Employee Share Plan

Job summary

WesTrac seeks a Customer Support Manager to lead the Mining Sales Group at our Tom Price branch. You will drive aftermarket growth, strengthen customer relationships and deliver value across parts, rebuilds, technology and service solutions.

You will collaborate with cross-functional teams, manage CRM data and forecasts, and ensure timely resolution of technical and commercial issues. Relocation to Tom Price is provided with housing and a vehicle.

Qualifications

• Experience in sales, product support, account management or customer-facing roles within mining, heavy equipment or related industries.
• Strong commercial awareness with a demonstrated ability to identify and develop business opportunities.
• An understanding of fleet lifecycle management and Total Cost of Ownership principles.
• Excellent relationship-building and stakeholder engagement skills.
• Strong communication and negotiation capability.

Responsibilities

• Drive Aftermarket Growth - Identify and pursue opportunities across parts, components, repairs, rebuilds and service solutions, supporting the execution of WesTrac's aftermarket growth strategy.
• Build Strong Customer Relationships - Develop and maintain effective relationships with maintenance, planning and operational stakeholders to understand customer requirements and position WesTrac solutions.
• Deliver Value-Focused Outcomes - Work alongside customers to identify opportunities that improve equipment performance, availability and cost efficiency throughout the asset lifecycle.
• Develop Account Opportunities - Support account planning activities and implement customer engagement strategies that strengthen WesTrac's presence and expand our share of wallet within allocated accounts.
• Collaborate Across the Business - Coordinate with Product Support, Service, Technology, Component Rebuild and Caterpillar teams to deliver tailored customer solutions.
• Analyse & Forecast Performance - Maintain accurate CRM data, sales forecasts and account activity plans to support pipeline management and business growth initiatives.
• Resolve Commercial & Operational Challenges - Act as the key point of contact for customer enquiries, facilitating timely resolution of technical, operational and commercial issues.

Skills

Sales experience

Relationship building

Communication

Negotiation

Stakeholder engagement

Commercial awareness

Fleet lifecycle management

Total Cost of Ownership

Education

Trade qualification advantageous

Job description

Location: Tom Price, WA, AU, 6751

Customer Support Manager – Mining Sales Group – Rio Tinto

Reporting to the Mining Business Manager, the Customer Support Manager will join our Mining Sales Group on a full-time basis at our Tom Price branch. This is a key customer-facing leadership role supporting one of WesTrac's largest strategic mining customers. You'll work closely with operational and maintenance leaders to maximise fleet performance while identifying opportunities to grow WesTrac's aftermarket business across parts, rebuilds, technology and support solutions.

Department Overview:

Our Mining Sales Team partners with some of Western Australia's largest mining operations, delivering industry-leading equipment support, parts, rebuilds, technology solutions and maintenance services. Working closely with customers, we focus on maximising fleet performance, reducing downtime and creating long-term value throughout the equipment lifecycle.

Residential Tom Price - Relocation, Housing and Vehicle provided.

Enjoy a genuine Pilbara lifestyle with company-provided housing, a fully maintained vehicle and the opportunity to significantly reduce your living costs while advancing your career.

Roster –

5&2 and 4&3 Roster Days, 12 Hrs/Day (excluding meal breaks)

What You'll Be Doing:

• Drive Aftermarket Growth - Identify and pursue opportunities across parts, components, repairs, rebuilds and service solutions, supporting the execution of WesTrac's aftermarket growth strategy.
• Build Strong Customer Relationships - Develop and maintain effective relationships with maintenance, planning and operational stakeholders to understand customer requirements and position WesTrac solutions.
• Deliver Value-Focused Outcomes - Work alongside customers to identify opportunities that improve equipment performance, availability and cost efficiency throughout the asset lifecycle.
• Develop Account Opportunities - Support account planning activities and implement customer engagement strategies that strengthen WesTrac's presence and expand our share of wallet within allocated accounts.
• Collaborate Across the Business - Coordinate with Product Support, Service, Technology, Component Rebuild and Caterpillar teams to deliver tailored customer solutions.
• Analyse & Forecast Performance - Maintain accurate CRM data, sales forecasts and account activity plans to support pipeline management and business growth initiatives.
• Resolve Commercial & Operational Challenges - Act as the key point of contact for customer enquiries, facilitating timely resolution of technical, operational and commercial issues.

About You:

You are commercially minded, customer focused and naturally curious about finding opportunities to improve customer outcomes. You enjoy building credibility with operational stakeholders, influencing decisions and developing long-term partnerships that create shared value. You may come from a mining, heavy equipment, resources, maintenance or industrial services background and have a strong understanding of how operational performance and commercial outcomes intersect.

To Be Successful You Will Bring:

• Experience in sales, product support, account management or customer-facing roles within mining, heavy equipment or related industries.
• Strong commercial awareness with a demonstrated ability to identify and develop business opportunities.
• An understanding of fleet lifecycle management and Total Cost of Ownership principles.
• Excellent relationship-building and stakeholder engagement skills.
• Strong communication and negotiation capability.
• Technical knowledge of mining equipment, components or maintenance practices (trade qualification advantageous).
• A proactive approach with the ability to work independently while collaborating across a broader team.

Our Benefits include, but are not limited to:

• Financial Benefits - Paid Parental Leave & Secondary Carers Leave, Salary Sacrificing, Novated Leasing, Income Protection Insurance & more than 600 retail discounts, such as, Coles, Petbarn, Virgin, HOYTS & Crown.
• Health & Wellness - Discounts with BUPA, Fitness Passport to access multiple gyms across Australia & EAP access to support you and your immediate family.
• Culture & Career - Personal and Team Recognition (Made for More awards), Internal Career Progression, Training & Flexibility through our award-winning WesTrac Institute
• Employee Referral Program - Opportunity to receive a referral bonus up to $5000 for applicable roles
• Additional Perks - Emergency Services Leave, Defence Force Reserves Leave & Employee Share Purchase Plan opportunity.

Our Company & Commitment

With over 4,500 employees, WesTrac is one of the world's largest authorised Cat® equipment dealers, offers a wide range of mining and construction equipment and management solutions.

At WesTrac, we reflect diverse communities, celebrate our people's diversity, and create a culture where employees feel safe to be their authentic selves. We encourage applications from First Nations people, LGBTQIA+ individuals, and those from culturally diverse backgrounds. WORK180 endorsed employer for our commitment to diversity, inclusion, and equality.

Reference Number: 6473